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Method and apparatus for intent prediction and proactive service offering

Active Publication Date: 2014-02-13
24 7 AI INC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

This patent describes a system that can analyze customer interactions to identify who they are and what they need. It can then offer personalized services to them based on those needs. The system uses a special algorithm to improve its predictions about what the customer is trying to do. Overall, this system makes it easier for customers to navigate through the virtual environment of a company and get the information they need.

Problems solved by technology

IVR systems are often criticized as being unhelpful and difficult to use due to their poor design and the fact that they tend to show a lack of appreciation of the customer's needs.
This makes the call time-consuming, which leads to customer frustration and which gives customers a feeling that they are facing a rigid, impersonal system.
This results in a low score on customer satisfaction.

Method used

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  • Method and apparatus for intent prediction and proactive service offering
  • Method and apparatus for intent prediction and proactive service offering
  • Method and apparatus for intent prediction and proactive service offering

Examples

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Embodiment Construction

[0012]Intent Prediction and Proactive Service Offering

[0013]Embodiments of the invention identify customers across multiple channels, predict customer intent, and proactively offer services to customers. In an embodiment, an automated speech self-service application framework uses data it persists, as well as enterprise data it accesses, to greet all customers and execute a personalized service strategy for each customer. This minimizes the duration of the interaction, reduces the cognitive effort needed by the customer during the call, and enhances the customer experience because the customer is treated as a known customer.

[0014]A further embodiment of the invention predicts the identity of the customer, or multiple possible candidate identities, along with a confidence factor for each identity prediction.

[0015]In another embodiment of the invention, the customer's intent is predicted to estimate the most likely action or actions that the customer wants to take in an ongoing intera...

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Abstract

An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.

Description

CROSS REFERENCE TO RELATED APPLICATIONS[0001]This application claims priority to U.S. provisional patent application Ser. No. 61 / 680,957, filed Aug. 8, 2012 which application is incorporated herein in its entirety by this reference thereto.BACKGROUND OF THE INVENTIONTECHNICAL FIELD[0002]The invention relates to field of Interactive Voice Response (IVR) technology. More particularly, the invention relates to intelligent IVR Systems having predictive technology that enhances the customer experience.DESCRIPTION OF THE BACKGROUND ART[0003]Interactive voice response (IVR) technology is deployed between a customer and a customer care executive to automate the process of serving the customer at least in part. IVR systems are often criticized as being unhelpful and difficult to use due to their poor design and the fact that they tend to show a lack of appreciation of the customer's needs.[0004]A properly designed IVR system should connect customers to their desired service promptly and with...

Claims

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Application Information

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IPC IPC(8): H04M3/493
CPCH04M3/493G06Q30/016H04M3/42068H04M3/5166H04M2203/2038H04M2203/551
Inventor MONEGAN, MICHAELBAUL, SAMRAT
Owner 24 7 AI INC
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